COMPLAINTS POLICY
Evolve Property Pty Ltd
Lodging a Complaint
Evolve Property Pty Ltd is committed to providing professional, fair and transparent services. We take all complaints seriously and believe in accessible and efficient mechanisms for resolving concerns.
If you have a complaint about our services, you may lodge it through one of the following channels:
- By email: privacy@evolveproperty.net.au
- By phone: (02) 92 99 92 99
(If a complaint is raised by phone, you may be asked to confirm the details in writing to ensure accuracy and proper handling.)
Complaints should include sufficient detail to allow us to properly understand and investigate the issue.
Complaint Handling Process
All complaints are managed in accordance with Evolve Property’s internal Complaint Handling Procedures.
We aim to:
- acknowledge complaints within a reasonable timeframe;
- investigate matters fairly and objectively; and
- work with you in good faith to achieve a practical resolution.
In some circumstances, complaints may need to be escalated internally to ensure appropriate review.
Standards of Behaviour
Evolve Property is committed to providing a safe and respectful working environment for its staff.
While we understand that complaints may arise from stressful situations, we ask that all complainants refrain from using abusive, threatening or inappropriate language or behaviour when communicating with our team.
Where behaviour is considered unsafe or inappropriate, Evolve Property reserves the right to require complaints to be lodged in writing or through an alternative communication method.
Further Escalation
If you are not satisfied with our response, you may contact the relevant external authority, including:
NSW Fair Trading
www.fairtrading.nsw.gov.au
or, where applicable,
Office of the Australian Information Commissioner (OAIC)
www.oaic.gov.au
Access to Our Complaint Handling Procedure
A copy of Evolve Property’s Complaint Handling Procedure is available upon request.